Under the supervision of the Branch Manager, the Customer Service Manager is responsible for motivating and coaching the customer service staff to create an efficient and customer-centric branch. You oversee customer service staff and enforce all company policies, directives, and procedures. Your overall goal as a Customer Service Manager is to create an ever-increasingly profitable branch by assisting the branch manager in implementing optimal branch operation efficiencies and strong client relations and sales levels.

Duties

Oversee customer service staff

Monitor the branch's Yelp, Houzz and Google reviews and ensure ratings are high

Ensure strong follow-through with all customer orders and communications

Ensure all customer service staff are properly trained on products and the computer system

Maintain an organized and efficient customer sampling system

Ensure all marketing collateral is correctly inventoried, labeled, and invoiced out to all customers

Implement all company directives and procedures

Enforce all company policies and follow proper HR disciplinary actions if needed

Mentor and develop a staff that works with a team mentality

Provide superior customer service and set an example for staff members

Resolve client issues immediately with best possible solutions

Resolve any staff issues and follow proper HR reporting protocol

Manage time efficiently and delegate tasks as appropriate

Participate in weekly branch meetings to inform employees of new products, procedures, strategies, and general company news

Coordinate vendor product knowledge sessions for all staff members

Prepare, coordinate, and assist with physical inventories

Promote Bedrosians products and services

Maintain and increase professional and technical knowledge by reviewing product literature, manuals, and manufacturer bulletins, as well as attending vendor/ manufacturer seminars whenever available

Maintain existing client relationships and develop new relationships

Create a structured employee work schedule, manage overtime, and submit sick and vacation time for employees as needed

Coach sales staff to help meet individual and branch goals

Travel and participate in industry tradeshows and/or company meetings and events when necessary

Work within the framework of the company's defined rules, procedures, goals and directives.

Any other duties required of the position

Minimum Qualifications

College Degree at a minimum

Two (2) or more years of prior management and customer service experience

Prior experience in the tile and stone industry or a related industry is a plus

Ability to lift up to 75 lbs.

Positive attitude

Polished appearance

Excellent Computer skills

Excellent and professional phone skills

Bi-lingual in Spanish is a plus

Excellent verbal and written English communication skills

Excellent planning and organizational skills

Ability to lead, motivate, and coach a team

Possess a flexible work schedule

Available to work on the weekends

Work Schedule

Monday- Friday

Alternating Weekends

Bedrosians is an Equal Opportunity Employer that promotes, for the health of its employees, a Drug-Free Workplace philosophy. This job posting does not constitute an offer of employment and is not an employment contract. To be considered for this position please submit your application through our Careers page: https://bedrosians.applicantpro.com/jobs/

Bedrosians Tile and Stonehttps://bedrosians.applicantpro.com

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